After power outage, ICX 7150-C12P will not get past boot, requesting RMA

[gablackburn]

As title says, power outage caused device to be stuck in 'boot mode', PWR is green, SYST is amber/yellow/orange.

I've spent 5+ hours here trying solutions and have opened 40+ tabs at a minimum, many in triplicate.

I've tried the reset at least 20 times with no luck.

It will not connect/console to a PC.  I've tried two different PCs with the same result. 

1. I've tried multiple USB-A to USB-C cables,

2. Multiple USB-C to USB-C cables,

3. Multiple RJ45 cables,

4. I've made sure to try both RJ ports #13 AND #15 as there's conflicting information on different links so I made sure to use both.

5. I've downloaded and redownloaded the CP210 drivers and rebooted the computers after driver updates.  

When connected I go to [Control Panel|Devices], it does not see the Ruckus device.  It is not possible to run any software/hardware updates on it as no COM port recognizes it.  I've uploaded a photo as it seems everyone is asked for a photo regardless, also a screen shot proving I've downloaded and unzipped the .ZIP files.

I troubleshoot software and hardware on a daily basis so I'm confident I've tried every possibility here.

I would like to request an RMA.

Zip files extracted

Amber SYST

Please let me know what the next steps are.

GAB

[Imran_ruckus]

Hi @gablackburn 

Thank you for the response and the detailed information.

Please try to access CLI using PuTTY application, I see you are using command prompt.

To regain console access, please follow the instructions provided in the article linked below: How to Console into the ICX-7150-C12P

Please check and let me know if you see CLI command prompt on PuTTY.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

[gablackburn]

THE. DEVICE. CAN. NOT. BE. SEEN. BY. THE. COMPUTER.

Please explain how I can set the COM port in PuTTY if the computer doesn't know the 7150 is connected?  For your benefit I used the command prompt to PROVE the device is not recognized.

But, for your busy work to make me believe we're making progress, here are the results.  For safe measure, I tried to connect to 6 ports.  Shockingly all were unsuccessful.

And yes, the 7150 was connected to the computer while trying to connect in PuTTY.  Here is your proof to save us another email cycle.

it really is connected

Can we finally begin the process of an RMA please?

Or can this be elevated?

[Imran_ruckus]

Hi @gablackburn 

Greetings of the day!!!

Thank you for sharing the requested PICTURES and the information.

Based on the troubleshooting done, your ICX-7150-C12P Switch is stuck in boot mode, unable to Recover the software. Tried multiple times even with hard reset.  However, the failure persists. This Switch unit Should be RMA (Return Merchandise Authorization) in simple words replacing it.

Feel free to contact us via chat, comment you already have a post, copy the link from the post (URL), and paste it into the chat to start the unit replacement.

Please follow the steps as shown in the below example:

As shown in the below picture, copy the link and share it via chat from the link provided:

The below link is to contact us by chat (only)

https://support.ruckuswireless.com/contact-us

Did I answer your queries? If yes, hit the Kudos buttons and also accept the answers as Accepted solutions.

Please let me know if you have any queries in this regard.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.